Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/23/2023 my house burned down and I I signed a contract with cityline to take care of my house rebuild. They still have outstanding work that they have not completed and have not Contacted me back to schedule. It has been at least 2 months since last contract. The owner *** made decisions without my approval promising to correct the error but now acts as this did not occur. He removed the front gate, side cement wall way retaining wall , left construction debris, glass nails in my yard never cleaned it up, his team drove a front loader through my neighbors fence promising to fix it, and now is refusing to telling us to claim it on my homeowners insurance. This is causing my Financial issues and personal issues with my neighbor who is currently disabled due to having a kidney replacement and unable to work herself. This has been frustrating because every time I try to reach out, no one calls me back. I have to leave messages my emails go unanswered. They had me sign a form stating I would not sue so I was able to get whatever money I had left over from the insurance so I was able to buy furniture for my house. I feel like I was taking advantage of due to my age and it seems as their demeanor changed whenever refused to sell the home to him in the beginning of the project .

  Business Response

  Date: 08/09/2024

  August 9, 2024
  
  The Better Business Bureau
  ********************
  *******************************************
  
  Re:    Complaint ID ********; 
  
  Dear **************:
  
  Thank you for providing feedback to us. We consider our relationship with the client a good one. This loss was a very difficult one since the property was in disrepair prior to the fire. We went as far as taking the floor system out which was 3 inches out of level. We took it upon ourselves to raise the roof line to make it 2 feet higher for more head room and so it would be considered a legal bedroom with the City of *********. In addition, we raised the ceiling height in the lower-level basement.  We went above everyones expectations, including the insurance company. The house is beautiful. What she is referring to could not be negotiated with the insurance company. We met with the insurance company at the final inspection.We met all expectations of quality and negotiations. Even to the point with the driveway that was negotiated for a pre-existing illegal driveway. We did not install a new driveway because zoning could have demanded removal after installation. The driveway money that is referred to in the complaint was returned to her. (see attached breakdown) Additionally, it is our understanding that there was no construction debris left behind. There was debris in the yard prior to the fire. Lastly, the neighbors fence is made up of four different types of fencing that is all in disrepair before the fire and is leaning into her property.  You will see in the photo named Driveway Photo 2019 / 2 very large trees growing behind the fence.  We believe this had been pushing the fence towards our clients property.  When the trees where removed before the fire the fencing that is leaning was removed and reset by someone else.  Please note State Farm would not pay for any fencing that was not owned by our client. The neighbor has the right to open an insurance claim and take the proper measures in having the fence repaired if in fact it was caused due to the fire. In regards to the signature I enclose to you the document signed which is in reference to the accounting and the funds issued to our client. The signature was only for acceptance in receiving the funds.  We believe there could be a misunderstanding, but we hold this company to a high standard and quality of service. 
  
  Very truly yours,
  
  
  
  By:    ___________________________
            *************************************
            Owner

• Initial Complaint

  Date:07/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a home from this company and was immediately told rent will be $200 more than the price listed. A security deposit of $2200 was given and I received $200 back. The only true issue was a cheap bedroom door was broken that cost $70-$100 or so to replace. I was quoted $550. There is no way this cheap bedroom door cost that to begin with, and will be spent on a new one. The walls were spackled by me in an effort to help. No damage to the walls or the house, normal wear and tear. This man is attempting to keep $1200 for paint and labor. This is the money I want back, because it is mine. The furnace broke in the winter and after leaving a message at the office due to no one ever answering the phone, I got a threatening call from *** the owner that I will be responsible if the pipes burst. This was not my fault and I largely believe he is attempting to recoup the money he paid out to fix this. I was a good tenant and was never late with a payment. They lost or misappropriated payments multiple times and would send out late notices, however the rent was paid. The only thing I agree to is the $250 charge to clean up some things that were left in the garage. The bedroom door and painting were way exaggerated and I feel that I deserve a minimum of $1600-$1700 back from this garbage rental management/construction company. I am sure you have had complaints in regards to this company and their rental properties before. I just want what is fairly mine, as this jerk does not deserve anymore of my money. I am attaching pictures of the wall where things were hung so you can see the lack of damage aside from minimal wear and tear as they say, as well as the trumped up invoice I received explaining why Im getting $200 back.

  Business Response

  Date: 07/13/2023

  The property the tenant and his wife at the time rented from us was originally listed approximately 05/2021 for $2,500 a month. The claimants wife negotiated with us a rental amount of $2,200 with a 2 year lease which was agreed upon and the  lease was signed 06/01/2021.
  
  When the tenant vacated, the bedroom door along with the jams and casement plus the hardware had to be replaced, with labor and material the total cost was $550.00. The tenant did spackle the areas that needed to be spackled, which we did appreciate. Our team did have to sand down those areas and paint the walls in each room, with labor and materials that was a total cost of $1,200.00. There was also debris left behind in the garage that had to be cleared out and disposed of which costed $250.00 for labor and the disposal.Typically there is a fee to rough clean the property and  to clean the appliances if not done by the tenant, since he was a good tenant, we decided to waive that fee.
  
  It was Christmas Eve 12/24/2022 when the tenant called and left a message in the office regarding no heat, we were closed for the holiday but there is an emergency phone number provided on our voicemail for tenants to call. When the employee on call received the no heat call it sounded to him as if the tenant might have ran out of oil, he then contacted the owner and the owner went out to the property to assess the problem.
  
  Payments have never been misappropriated or lost. There was an incident on 01/31/2022 where the tenants father called in to make the rent payment in the amount of $2,200.00 this was accidentally ran through our credit card machine as a refund so instead of deducting the payment from his account we actually paid him the $2,200.00. This was corrected by all parties by 02/02/2022. Other than that, the tenant made his payments online through our software program which there is a record of and will show payments have never been lost and or misappropriated. As per our lease tenants rent is due the 1st of the month but they have a grace period of 5 days, the software program we use will start automatically notifying tenants the 2nd of each month that they have a past due rent balance due if it was not paid on or before the 1st of the month.  Sometimes his rent payments were made the 5th of the month which caused the late notices to be automatically sent by the software program.
  
  At this time we are strongly encouraging the tenant to file with the local magistrate of *********** so this friendly dispute can be heard before a judge and the judge can make the decision of what is owed.  Please note we believe the invoice, credits and debits are fair and reasonable for the work needed to be completed in order to have the property rentable.   

  Customer Answer

  Date: 07/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  As seen above there is proof that this property was listed as $2000, this business like response is full of half truths. The door casement was not damaged in the slightest, and just about everything else ****** said here is again, reflective of how he would like to present things, which is clearly devoid of truth. The house was listed at $2000, I was harassed and threatened to pay for damages to this sack of ***** house, when a man had to come out on Xmas eve after already being there because a main component of the oil burner broke. Nothing to do with the oil level as ****** would like to spin this so that I am culpable for his investment. Also, clearly stated in the lease NORMAL WEAR AND TEAR, so that doesnt include hanging things on the wall. Cmon. This has or appears to be personal at this point. I want money back. Simple as that. Not going away ******. I have screenshots of my lease stating that normal wear and tear on the walls is expected, I have a screenshot of the property manager harassing me over a late fee when the rent was paid almost a month earlier, and I have the original listing that states the rent is $2000. The system will not let me upload them. Is there an email I can send these photos to? These, along with the pictures I originally included of the walls when I was moving out in May, all act as proof that there is dishonesty going on here. 
  

  Regards,
  
  *******************

  Business Response

  Date: 07/28/2023

  Good afternoon, we are not sure of the relevance regarding the agreed upon executed lease rental amount between all parties, however you can see in the ad from **********.com provided from the tenant, it states starting at $2,000.00which does not necessarily mean that property is listed at $2,000 a month. When you click on the ad that is when it tells you exactly what that unit is listed for then additionally it will show you other properties for rent in the area starting at $2,000, photos attached.
  
  The screen shot provided showing text messages on March 22nd 2023, the message sent from us is standard protocol and procedure when the system shows a payment that is past due. On that same day March 22nd 2023, you can see on the provided ledger, the tenant called in and made the payment that was due at the time. On March 23rd 2023 I was informed by office staff of what had occurred, apologized for any confusion and as a courtesy to the tenant I waived the late fee.  
  
  When the employee on call received the no heat call it sounded to him as if the tenant might have ran out of oil, protocol is to then contact the owner of the property, the owner then went out to the property to assess the problem and further reached out to an HVAC company to make the necessary repair.
  
  The lease states, which is attached Tenant will return property in the condition it was received minus minimal wear and tear Spackled holes in the walls from hanging pictures is not considered minimal wear and tear. Minimal wear and tear by definition is the natural and gradual deterioration of the home over time, which results from a Tenants normal use of the property. For example, the carpeting in a property may become threadbare, or even the paint on the walls wear out in the normal course of living which may cause the paint to fade or peel over a long term lease, 3 years or more in our experience.
  
  In addition, the documents that were uploaded by the tenant regarding an above ground salt water pool, I am unsure of the relevance to this complaint as there was not an above ground salt water pool located on the property the tenant rented and we have no affiliation to ******* pool. We do see it being related to the Better Business Bureau which appears to be a previous complaint unrelated to us but also not sure how this is relevant to us in any manner.
  
  Our position remains the same, we strongly encouraging the tenant to file with the local magistrate of *********** so this friendly dispute can be heard before a judge and the judge can make the decision of what is owed. 
  

• Initial Complaint

  Date:11/18/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired this business after my home was involved in a fire, put deposits, paid money...as of the last 2-3 weeks minimal to no work has been done on my house. My move in date was suppose to be today 11/18 and I have not heard back from anyone from this company after several emails to the property mgmt amongst others in the office and phone calls to the owner Tom!

  Business Response

  Date: 11/30/2022

  As with Fire Insurance Claims, we are sometimes at the mercy of the insurance carrier for approvals and payments and inspections The insurance carrier has most recently released additional funds to resolve the claim which in turns allows us to complete the scope of repairs.  The repairs have been made and are 100% complete.  The insured will begin to have her personal belongings reset in the home starting tomorrow 11/30/2022.  
  Please note Cityline has communicated via direct conversation with the insured the day of the complaint and has continued to communicate with the insured during the entire process of this claim.
  
  We pride ourselves on keeping our clients happy and well informed.  Please note their are 4 other properties that are fire damaged as well that have not even begun to conduct any work.  We encourage you to drive by the location to see the progress and completion we have made. 

  Customer Answer

  Date: 12/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************